Automations: Keywords Overview

Where do I find the keyword list?

Open the Inbox and click the button Automation. The sidebar lists the three automations Keaz offers: Keywords, Conversation Starter and Default Reply. Keywords is the first entry. The Automations overview explains how the three fit together.

What does the overview show?

The keyword list is a table with three columns.

• Name - the internal name of the keyword. Your contacts never see it.
• Trigger - the word or words that set the automation off.
• Edit - opens that keyword in the Keyword Editor.

A lock icon next to a row marks one of the three mandatory system keywords. You can change what they reply, but you cannot remove them.

Which keywords are mandatory?

Three keywords are built into every Keaz account. They exist so a contact can always exercise their rights over WhatsApp, without you having to build the automation yourself.

1. Widerruf - trigger word "widerruf". Sends the legally required response when a contact withdraws consent to data processing.
2. Stop - trigger words "stop" and "Stopp". Opts the contact out of further communication.
3. Datenschutz - trigger word "datenschutz". Answers a request about how their data is handled.

Between them these cover the GDPR and WhatsApp Business obligations that apply to any merchant messaging customers. What a Stop actually changes on the contact record is described in Opt-in levels: how subscribing and unsubscribing works. If you are still deciding how to collect consent in the first place, our guide to GDPR-compliant WhatsApp opt-in covers the legal side.

How do I find a keyword when the list is long?

Use the search field above the table. It matches both the name and the trigger word, so you can look a keyword up either by what you called it or by what a contact would type.

How do I edit or create a keyword?

Click Edit in a keyword's row to open it in the Keyword Editor. To add a new one, use Create Keyword at the top right - it opens the same editor with empty fields. There you set the internal title, the trigger words and the response the contact receives.

What happens if two automations could fire?

A keyword always wins. If an incoming message matches a trigger word, Keaz sends that keyword's response and the Default Reply stays quiet. Only messages that match no keyword reach the Default Reply, so the two never answer the same message.

The Conversation Starter sits outside this comparison. It is not triggered by an incoming message at all - only by you reopening a chat that has already closed.